Cancellation Policy

Effective Date: January 2, 2025
Last Updated: January 2, 2025

At Kool Air and Heat Store, we strive to provide exceptional service and ensure a smooth shopping experience. However, we understand that circumstances may arise requiring the cancellation of orders or services. This Cancellation Policy outlines the terms, conditions, and procedures related to cancellations. Please read it carefully to understand your rights and responsibilities.

1. General Policy

Cancellations are permitted under specific conditions as outlined in this policy. Our ability to process cancellations depends on the order status, service type, and the time of the cancellation request.

1.1 Eligibility for Cancellations

  • Physical Products: Orders can be canceled before the product is shipped.
  • Services: Cancellations for services such as installation, repair, or maintenance can only be made prior to the start of the service.
  • Custom or Special Orders: Custom or personalized orders are non-cancellable once production has begun.

2. Timeframes for Cancellations

2.1 Physical Products

  • Orders may be canceled within 24 hours of placing the order without incurring any cancellation fees.
  • Orders canceled after 24 hours but before shipping may be subject to a restocking fee of up to 15%.

2.2 Services

  • Service cancellations must be requested at least 48 hours before the scheduled service date to be eligible for a full refund.
  • Cancellations made less than 48 hours before the service date may incur a cancellation fee of 25% of the total service cost.

3. Non-Cancellable Items and Services

The following items and services are not eligible for cancellation:

  • Products that have already been shipped or delivered.
  • Custom, made-to-order, or personalized items.
  • Services that have already been rendered or are in progress.
  • Items marked as “final sale” or “non-cancellable” at the time of purchase.

4. Cancellation Process

To cancel an order or service, follow these steps:

Step 1: Contact Customer Support

  • Email us at Koolair.dk@gmail.com or call us at (501) 206-7512 to initiate the cancellation process.
  • Provide the following details:
    • Order number
    • Reason for cancellation

Step 2: Confirmation of Cancellation Request

  • Once we receive your cancellation request, our team will review your request and confirm whether the cancellation is eligible.
  • If the order has already been shipped or the service has started, the cancellation will not be processed.

Step 3: Refunds and Fees

  • Eligible cancellations will be processed within 7–10 business days, and any applicable fees will be deducted from the refund (see Section 6).

5. Cancellations After Shipment

Orders cannot be canceled once they have been shipped. However, you may return the item in accordance with our Return Policy. In such cases, return shipping costs and restocking fees will apply.

6. Fees and Deductions

The following fees may apply to cancellations:

  • Restocking Fee: Up to 15% of the product cost for orders canceled after 24 hours but before shipment.
  • Service Cancellation Fee: 25% of the total service cost for cancellations made less than 48 hours before the service date.
  • Processing Fee: A nominal fee to cover payment gateway charges, if applicable.

7. Refunds for Cancellations

Refunds for eligible cancellations will be processed as follows:

  • Refunds will be issued to the original payment method unless otherwise agreed.
  • The refund amount will exclude any applicable fees (e.g., restocking fees, cancellation fees).
  • Refunds will be processed within 10 – 15 business days after the cancellation is confirmed.

8. Free Shipping Terms and Cancellations

If your order qualified for free shipping, the actual shipping cost incurred will be deducted from your refund amount if the cancellation occurs after the order has been shipped.

Note:
Free shipping is available for all lower 48 states to a terminal dock or a business with a forklift/loading dock. For residential deliveries, additional fees apply:

  • Residential delivery fee: $75.00
  • Lift gate fee: $90.00

9. Changes to Orders

If you need to make changes to your order (e.g., change of address or product modification), please contact us immediately at
Koolair.dk@gmail.com or (501) 206-7512. Changes can only be made if the order has not yet been processed or shipped.

10. Dispute Resolution

If you are dissatisfied with the cancellation process, please contact our customer support team at Koolair.dk@gmail.com to resolve the issue. Disputes will be handled in accordance with our Terms of Service.

11. Contact Information

For questions about this Cancellation Policy or to request a cancellation, contact us:

  • Email: Koolair.dk@gmail.com
  • Phone:  (501) 206-7512
  • Address: 60 Adcock Dr, Heber Springs, Arkansas, United States. 72543

12. Updates to This Policy

We reserve the right to update or modify this Cancellation Policy at any time. All changes will be effective immediately upon posting on this page.